Job Description
Position Summary:
This professional is the primary customer relations representative for residential, commercial and industrial customers in the Delaware, OH area. The position requires reactive responses to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information. CSARs build and manage relationships with select customer accounts and municipalities in their service areas. AEP Ohio also prefers that candidates reside in or near the designated service area or be willing to relocate.
Essential Job Functions:
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Financial Responsibility - provide detailed billing explanations and complex tariff analysis to resolve customer issues. Manage customer delinquencies to reduce charged-off accounts and prepare billing corrections to remedy inaccurate billings. Contribute to additional revenue growth and coordinate efforts with economic development.
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Technical Expertise - be able to develop, or already possesses, a moderate to expert understanding of the service area's electrical system. CSARs are also required to understand and implement the company's terms and conditions.
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Energy Management - counsel customers on the effective and economical use of electric energy. Promote company programs, products, and alternative energy options.
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Customer Relationship Management - serve as the company point of contact for customers and communities in the assigned area. CSARs build and manage relationships with select customer accounts and municipalities in their service areas.
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Problem Solving and Initiative - exhibits superior problem-solving skills and technical aptitude. Provides assistance and guidance to internal stakeholders on customer relations.
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Communication Skills - demonstrates excellent oral and written communication skills. CSARs must also present a professional appearance and demeanor.
Minimum Requirements
Note: This position will be filled at the title and salary grade level commensurate with the qualifications and experience of the selected candidate as compared to the minimum education/experience requirements listed below.
Customer Services Account Representative:
Bachelor's Degree in Business, Communications, Engineering, Management, or other related Human Relations/Marketing field and 2 years of customer contact experience, including knowledge of field activities related to technical aspects of customer services and distribution operations; or Associate's Degree in listed field and 4 years of listed experience; or High School Diploma/GED and 6 years of listed experience. Valid driver's license required.
Customer Services Account Representative Senior:
Bachelor's Degree in Business, Communications, Engineering, Management, or other related Human Relations/Marketing field and 4 years of customer contact experience, including knowledge of field activities related to technical aspects of customer services and distribution operations; or Associate's Degree in listed field and 6 years of listed experience; or High School Diploma/GED and 8 years of listed experience. Certified Energy Manager (CEM) or other Energy Rating certification preferred. Valid driver's license required.
Other Requirements - Additional Information:
Candidates must be proficient with computers and able to work with various software applications, including documenting activities and relationship assessments in a customer management system.
Must supply own vehicle for customer meetings (mileage reimbursement applies).
Will need to perform on-site investigations in various terrain and weather conditions.
Willing to work occasional evening and weekend hours.
American Electric Power
1 Riverside Plaza
Columbus
Ohio United States
www.aep.com
